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• W1985296502 abstract "Authors have called for concerted scholarship on how service workers strategically express agency in their work. This article furthers our knowledge of service workers' experiences by analyzing qualitative data derived from in-depth interviews in which restaurant servers discussed how they experience the labor process of serving. We delineate the various ways servers exercise control in an otherwise constraining and emotionally demanding field. We find that servers experience considerable “interactive control” in their dealing with customers by employing techniques strategically to manipulate patrons' dining experiences. Much of servers' behavior is an adaptation to their dependency on patrons' tips. Thus, we advance Rosenthal's (2004 Rosenthal, Patrice. 2004. Management Control as an Employee Resource: The Case of Front-line Service Workers. Journal of Management Studies, 41(4): 601–622. [Crossref], [Web of Science ®] , [Google Scholar]) conception of management control as an employee resource rather than a constraint by locating servers' opportunity to express agency within the context of the institution of tipping." @default.
• W1985296502 created "2016-06-24" @default.
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• W1985296502 date "2013-07-01" @default.
• W1985296502 modified "2023-09-27" @default.
• W1985296502 title "The Institution of Tipping as a Source of Employee Agency: The Case of Restaurant Servers" @default.
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• W1985296502 doi "https://doi.org/10.1080/00380237.2013.797260" @default.
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